I - Shift Operations Management

• Oversee day-to-day tele-operation activities during assigned shifts and ensure smooth operational execution.
• Monitor workforce attendance, schedule adherence, break compliance, and shift readiness to maintain adequate staffing and operational coverage.
• Ensure tele-operators comply with established SOPs, workflows, security protocols, and operational standards while meeting productivity and quality expectations.
• Identify, document, and escalate operational issues, equipment concerns, and workflow disruptions, taking immediate action when appropriate to minimize impact on service delivery.
• Provide timely updates to the Site Lead, Operations Head, and Headquarters regarding operational performance, incidents, and critical shift developments.
• Support business continuity efforts by assisting with operational adjustments during system outages, staffing shortages, or other disruptions.
• Monitor the condition and availability of operational workstations, tools, VR equipment, and related tele-operation resources, and coordinate the reporting of maintenance or technical concerns.
• Provide, monitor, and manage user access and authorization to internal proprietary platforms, ensuring compliance with established security protocols and access control requirements.
• Coordinate with HR on employee welfare, attendance concerns, workplace issues, and other people-related matters to help maintain employee engagement, well-being, and operational stability during assigned shifts.

II - Coordination with BPO Partner

• Serve as the primary operational point of contact during assigned shifts, ensuring effective coordination between tele-operators, BPO partner representatives, and Rellatrix stakeholders.
• Coordinate and escalate facilities, IT, equipment, and operational concerns to the appropriate BPO partner point-of-contact and internal stakeholders to support timely resolution and minimize operational disruption.
• Support the implementation of operational directives, process updates, and initiatives from Headquarters, ensuring clear communication and alignment across all affected personnel.
• Maintain regular communication with Site Leads, Operations Analysts, and Headquarters regarding shift activities, operational concerns, and key developments requiring attention.

III - People Management and Coaching

• Provide floor support, guidance, and operational coaching to tele-operators during assigned shifts.
• Monitor employee performance and adherence to operational standards and provide immediate feedback when necessary.
• Assist in onboarding support, skills reinforcement, and knowledge transfer initiatives in coordination with Operations Analysts and Team Leads.
• Promote adherence to robotic tele-operation best practices, safety requirements, and operational procedures.
• Identify performance gaps and development opportunities and elevate recommendations to the Site Lead and Operations Analyst.
• Conduct shift huddles, briefings, and operational alignment meetings to communicate updates, priorities, and expectations.
• Support employee engagement efforts by addressing day-to-day concerns and escalating employee relations matters when necessary.

IV - Alignment with Rellatrix Headquarters

• Prepare and submit shift reports covering attendance, productivity, operational issues, and key observations.
• Maintain accurate records of shift activities, performance concerns, coaching discussions, and escalation actions.
• Escalate critical operational issues to the Site Lead, Headquarters, and relevant stakeholders in a timely manner.
• Support operational reviews and continuous improvement initiatives by providing accurate data, insights, and recommendations based on shift performance and observations.